Buyer spite ruined an item completely and returned for $ - mail fraud suggested?

[givmcm]

A buyer got mad that she couldn't get her money back before she sent a brand new item back first.  So I guess out of spite, she completely ruined the item -- a very expensive long wig.  Not just that it was obvious she wore it for a while before returning it (dirty), but  the bottom several inches are fried/frayed beyond repair, the lace is completely coated in some sort of store glue that will not come off, the entire length of the hair (20" ish) is coated in some sort of substance that won't wash out, the the lace front hair line area was cut *into* the hair, meaning that the there is no way to keep the hair in the item; it will fall out where the cuts are.  eBay gave her her money back anyway even though I showed them before and after photos and a ton of weird messages from her, where she eventually accused me of being a scammer(!), to deflect I'm sure. To me this kind of behavior is serious and shouldn't be tolerated on eBay. Yet she still is on eBay.  I believe eBay needs to be responsible to protect everyone from this sort of thing, especially these days with so much rash violence.  What she did was a huge F U and for absolutely no reason other than she had to return the time to get her money back.  What else can be done about this?  I saw someone mentioned to report it to law enforcement as mail fraud or something.  Is there any point to that?  Do they take that kind of thing seriously? TIA.

[titipeo]

Reading your post, I feel there are some parts missing. What case did buyer opened for her return request? Was she within the 30 day period for return? 

In looking at some of your listings, you do not accept returns, that does not mean that buyer cannot receive refund. 

Maybe is time to get familiarized with eBay's Money Back Guarantee and see that buyer's right outweigh sellers' rights. 

As far as reporting for mail fraud, well, she did return the item, there is no fraud involved. Condition of item, that's another matter. Perhaps if we knew the background of the story it might help to understand what happened. 

Sorry this happened, but as far as eBay goes

1) Buyer is always right

2) Seller is always wrong

3) Don't sell anything you can't afford to lose

4) When in doubt, go back and re-read from #1.

[givmcm]

Understood that buyer will get refund but not understood that they must also get free item.  Sellers have the right to wait to refund until return is received.

There is a lot of detail missing, yes, because it's a long list of drama that this buyer presented.  I can relay it all if needed but I don't want to waste anyone's time.

[inhawaii]

The only time the buyer can get a refund PLUS keep the item is when the seller refuses the return.

Then ebay steps in and they will refund the buyer (with your funds) and not require the buyer to return the item.

That's why it's always best to accept the return.  At least you'll get your item back.

My comment/opinion on your scenario is this.

Sorry this happened to you, but in my opinion, this is just the cost of doing business.

Take the loss, block the buyer and move on.

Most buyers are honest.

99% (or more) of all sales/transactions go off without a hitch.  1% (or less) will go bad.

Make enough profit on your sales to cover the occasional loss.

Good luck to you.

[frommichel]

I agree that there are some details that would help us understand a little better. Nevertheless, I am super sorry that you had a bad transaction.

I thought eBay allowed a seller to keep up to 50% of a refund if the item was not returned in the original condition? Did you withhold 50%?

I know, it bites to let a spiteful buyer 'get away with it'. And, I hope you did nothing to antagonize this buyer along the way. But, as indicated by inhawall, learn from it, move on and enjoy your innocent buyers. Why let this seller take up more of your life than they already have if you are just spinning your wheels and wearing yourself down? I think you are not likely to convert or constrain this person into doing the right thing.

[vintagecraze50]

You avoid the destruction of your item on a return by allowing a buyer to return the item. It makes 0 difference if you have a NO RETURN policy ON YOUR LISTINGS. It will anger the buyer in some cases and prompt them to destroy your item for spite. 

[vintagecraze50]

You know there are some items that should be a no return item, like perishables and probably underwear and maybe even wigs because of the sanitary factor but believe me, there is always a risk that the buyer will act in an extremely crazy fashion if you deny your their return of merchandise. 

[vintagecraze50]

What in Hawaii was talking about as far as buyer getting free item is that if you deny the return you can try to fight it but most cases if you do that ebay will tell you to allow the return. If the buyer gets very upset they can switch to a chargeback on their credit card even if ebay allows you to deny the return, on the first try. The buyer cannot open a chargeback and an ebay case at the same time but after the ebay case is closed the buyer can go tp their credit card. CC usually allows refund without return of merchandise, if buyer makes a false or true not as descibed claim.

[farmalljr]

You already said the buyer RETURNED it dirty and abused. You got the item back, although in a ruined condition. 

eBay's MBG trumps everything. AND a buyer could file a charge back to keep the item, get their money, and eBay could charge you a $20 fee in that instance. 

Like it or not, what you experienced is how it works here, and most other places you sell online. File all the cases and reports you want, no one will be listening. 

[luckythewinner]

Let's pretend there is alternate universe where you bought yourself a new wig, took pictures of it, listed it on eBay, and then actually shipped your old fried/frayed glue-covered wig instead of the new one. In that universe and this one, how would eBay know which side is telling the truth? 

On eBay, any buyer can steal an item (or force a refund) by filing a fraudulent claim. That has been true since 2008. 

Now that your buyer has been refunded, eBay cannot force them to give the money back. So your only hope would be to convince eBay to give you a courtesy refund, but I have no idea how to do that. 

[mtgraves7984]

I thought eBay allowed a seller to keep up to 50% of a refund if the item was not returned in the original condition? Did you withhold 50%?

@frommichel 

eBay allows a refund deduction only to TRS who offer 30-Day (or better) Returns or sellers who offer Free Returns.

[caldreamer]

Really no such thing as "no returns".   EBAY Money Back Guarantee (supersedes your "no returns" policy) allows customers to return item by claiming "not as described, defective, counterfeit".   Customer is NOT required to prove their claims.   Even if customer returns "box of rocks" you will be forced to refund (purchase price + shipping BOTH ways).   If you try to appeal this case, you will be charged additional $20 and get defect on your account for losing case.

EBAY always rules in favor of customer.   Better to just allow returns...at least this way customer pays return shipping on buyer's remorse cases.

[coolections]

My guess is you did not follow the procedures. Future reference if someone want a return you have to bite your tongue, stay calm, be polite and issue a return label immediately. It is about the only way of avoiding getting a buyer so upset they will do something crazy.

[givmcm]

Nope, eBay refunded the buyer with its own funds and finally released mine.  Never mentioned anything about 50% but since I got my funds back too it probably is why no mention.  Thanks for responding. 

[givmcm]

I did follow procedures.   Buyer asked for several things not in listing and not allowed on ebay. My concern was mainly about her alarming behavior.  Thanks.